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Supersonic Imagine
- Global Service Director
Aix-en-Provence
2016 - maintenant
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SuperSonic Imagine
- Global Service Director
Aix-en-Provence
2015 - maintenant
SuperSonic Imagine. French company that designs, develops & markets in 56 countries new generation ultrasound system - 220 employees, 54 distributors
Development of a global service strategy to optimize the service P&L and increase customer satisfaction while meeting the needs of different markets:
* Integration of front and back office through the development of a global escalation plan with 3 levels of operational service forces: field engineers, technical supports and logistics. The service delivery response time went to 5 days to
24h for direct sales channel and 3 weeks to 3 days for the indirect sales channel.
* Development and optimization of the service supply chain with costs control: optimization of the spare parts life cycle and improvement and control of consumption forecasts to achieve 90% availability of spare parts worldwide and reduce operational costs by 33% in 3 years.
* Implementation of service pricing strategies to enhance the revenues and fit the different markets. Design of tactical marketing plans for both service and sales teams to develop the service revenues and develop the installed base.
* Training and development of operational teams and creation of strategic alliances: turnover decreases with 1 resignation in 3 years, and structural costs related to human resources are reduced by -17% over 2 years.
* Lead a team of 25 people and provide strategic leadership and management of various distributors and key partners around the world.
* Key role in the platform development strategy and functional implementation choices, particularly with regard to the entire after-sales environment, with the objective of increasing the uptime and reducing maintenance costs while improving the customer satisfaction.
since 2016, the services division's revenue has grown steadily by more than 30% (compared to an average growth of 12.5% in previous years) to reach a record level of EUR 3.6 million in 2018 and the gross margin has increased from negative in 2015 to EUR 1.2 million in 2018.
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SuperSonic Imagine
- Technical Advisor
Aix-en-Provence
2012 - maintenant
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Supersonic Imagine
- Technical Advisor
Aix-en-Provence
2012 - 2015
Accountable for the development and implementation of the service structure to support the service & sales teams and the various markets with a long-term vision:
* Complete restructuring and writing of various technical documentation in order to optimize the field efficiency, comply with the obligations of the various markets and meet quality standards (service manuals, QIC, troubleshooting guides, etc.).
* Creation and development of technical training for internal service teams and various partners and distributors (140 people trained in 2 years).
* Costs analysis and implementation of the current service solutions SonicCare: standard exchange policies, modular and adaptable service contracts for the direct sales channel and service solutions adapted to the different distributors and regions.
* Lead of the remote project: connectivity and proactive interaction of the ultrasound platform.
* Work closely with R&D to implement and improve service and maintenance features (remote connectivity, enhanced on-board diagnostics, serviceability).
Marseille, France - C : +33 647 524 347
Jérôme Thévenin Jerome.thevenin3@wanadoo.fr
EchoMed SARL, France
Owned company dedicated to the sale of second-hand medical equipment and exclusive distributor of the Ultrasound Mindray range for half of southern France
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Mindray
- Founder & GM
2009 - 2011
Successful launch of the Mindray ultrasound range in France with the development of the marketing strategy and niche market exploration.
* Establishment of the strategic positioning of the Mindray brand and pricing policy.
* Penetration of niche markets: mountain doctors and medical practices, physiotherapists or emergency centers
* Implementation of long-term actions, Strategic partnership with KOL (HCL Lyon, CHRU Dijon, HUG Geneva).
* Registration of the Mindray range at the UGAP (French central public purchasing office).
* Strategic partnership with distributors in Switzerland and south of France to develop the sales network.
Mid-2011, Mindray creates Mindray Medical France and operates directly in France.
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Sté Echo Med
- Gérant - fondateur
2009 - 2010
Vente et installation de matériel médical de diagnostic.
Spécialisé dans les Ultrasons
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Masimo Europe Ltd
- Service Manager EMEA
2006 - 2009
Définition et mise en place de la stratégie SAV EMEA
Création (marketing) et gestion de centre de profit et de centre de coûts
Evolution à l'internationale (EMEA)et connaissance des marchés et distributeurs régionaux
Formation clients directs et indirects: création et mise en place des formations -Création centre de formation Européen
Management d’équipes en direct et indirect
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Masimo Europe Limited
- EMEA Service Manager
2005 - 2008
Subsidiary of Masimo Corp., USA. A global medical technology company that develops and manufactures innovative noninvasive patient monitoring technologies - 4,600 employees
Define and implement the S&OP strategy for the EMEA region with a direct reporting to the EMEA President and in doted- line to the American board.
* Successful implementation in Lyon of the service and supply chain departments for the EMEA region through a relocation of the new European headquarter.
* Creation and implementation of all maintenance processes for direct and indirect sales channels. Service response time passes from 2 months to 3 days within the EMEA region (all repairs were performed in the USA previously).
* Implementation of the distribution network from Lyon to EMEA: customer orders are then fulfilled within the week.
* Creation, organization and completion of on-site and off-site service training courses for distributors and key customers, more than 150 people are trained in 3 years, the French HQ obtains the official French accreditation as training center.
* Development and implementation of the marketing service strategy with innovative and adaptable service solutions for direct customers and distributors with a business plan validated by the US board. The service become a profit center with 300k EUR of turnover in less than 6 months versus a net loss before, a first for the company.
* Lead a team of 3 technicians & 2 logistics persons.
* Quality & Regulatory responsible for the Masimo portfolio on the EMEA market (ISO13485, AFSSAPS, AFNOR).
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Philips Systèmes médicaux
- Responsable technique
2001 - 2005
Division Ultrasons
Responsable du parc machines sur la région Centre-Est
Maintenances sytèmes
Ventes de services/upgrades/accessoires
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Philips Healthcare
- Group leader
2001 - 2005
group leader & world Ultrasound leader - 71,000 employees
Regional technical responsible
Responsible for the Ultrasound Installed base across 15 French departments (250 systems), customer satisfaction guarantor with the mission to develop the regional Ultrasound service profit.
* Winner of the 2004 "challenge service France" award: best maintenance contract salesman.
* 1st place in the national customer satisfaction survey (INIT 2003).
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Agilent Technologies (HP)
- Ingénieur Maintenance et Applications
2000 - 2001
Division Ultrasons
Maintenance sytèmes
Applications - formations corps médical
Spécialisation écho-Cardio
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Agilent Technologies
- Echocardiography Maintenance & Application Engineer
MASSY
2000 - 2001
Spin-off of HP (Medical division), world leader in
Responsible for the Ultrasound installed base for southern France and national service expert. After-sales applicative specialist in Echocardiography.
* Recognized as technical expert and chosen for the animation of the annual Biomedical forum in Paris, only 8 months after hiring.
